Customer Support Associate with Polish & English – Sofia

About Us

For more than 37 years, Sutherland has been a global leader in Customer Experience Management (CXM). As a pioneer in automation and innovative customer solutions, we deliver exceptional service on behalf of our clients worldwide.

With operations in 60 countries and a presence in Bulgaria since 2008, our diverse team of more than 2,000 professionals supports customers in 17 different languages from Sofia, Varna, Burgas, and remote locations.

🎯 About the Role

We are looking for a Customer Support Associate with Polish and English to join our team supporting customers of a leading international telecommunications provider.

You will assist customers through inbound voice and non-voice channels, including phone, email, and chat, with day-to-day service-related questions such as top-ups, SIM activation, roaming usage, and general account inquiries. This is a pure customer service role with no sales, upselling, or device troubleshooting.

Key Responsibilities

• Handle inbound customer inquiries via phone, email, chat, and other supported channels

• Assist customers with top-ups, SIM activation, roaming usage, and general service-related questions

• Resolve customer concerns efficiently and aim for first-contact resolution whenever possible

• Accurately document customer interactions and follow established processes

• Provide professional, clear, and empathetic support in every interaction

🧠 What We’re Looking For

Must-have:

• Polish – minimum B2 level

• English – minimum B2 level

• Undergraduate, graduate, postgraduate education or equivalent

• Strong verbal and written communication skills

• Good computer skills and ability to work with multiple systems

• Availability to work 09:00–18:00, Monday to Saturday, according to schedule

Nice-to-have:

• Previous experience in customer service, BPO, telecommunications, or a similar environment

• Experience working with CRM or ticketing systems

• Strong problem-solving skills and a customer-focused mindset

🎁 What You’ll Get

Compensation & Benefits:

• Competitive salary and performance-based bonuses

• Additional health insurance

• Food vouchers

• 3 weeks of paid training in English, followed by accreditation

• Relocation support to Sofia for eligible candidates

• Onsite from our Sofia office

• Working hours: 09:00–18:00, Monday to Saturday

• Voice and non-voice customer support

Growth & Development

You will receive structured training and ongoing support while developing your customer service and communication skills in an international environment.

🚀 Ready to Apply?

Join us and become part of a team that delivers exceptional customer experiences every day. Apply now and start your journey with Sutherland.